Diseño e implementación de un sistema centralizado para la gestión de telefonía empresarial mediante el uso de herramientas de inteligencia de negocios y la optimización de recursos inactivos

Abstract

Este trabajo tiene como finalidad diseñar e implementar un sistema centralizado para la gestión de telefonía empresarial, con el propósito de optimizar el uso de recursos, reducir costos y estandarizar procesos en una organización con presencia regional. La gestión descentralizada de líneas telefónicas ha generado sobrecostos, duplicidad de tareas, escasa trazabilidad y dificultad para la toma de decisiones basadas en datos. El estudio aplica la metodología DMAIC del modelo Lean Six Sigma, bajo un enfoque cuantitativo, descriptivo y aplicado. La propuesta incluye formularios digitales, un inventario centralizado en SharePoint y dashboards en Power BI e InvGate. La implementación permitirá ahorrar aproximadamente un 54 % de los costos operativos anuales.

This study aims to design and implement a centralized system for corporate telephony management with the purpose of optimizing resource utilization, reducing costs, and standardizing processes within an organization with regional presence. The decentralized management of telephone lines has generated cost overruns, duplication of tasks, limited traceability, and difficulties in making data-driven decisions. Currently, administrators are distributed across nine areas and are responsible for managing more than three thousand active telephone lines without uniform control or tools that provide consolidated visibility. The study applies the DMAIC methodology from the Lean Six Sigma framework under a quantitative, descriptive, and applied approach. During the measurement phase, several active lines were consolidated, revealing that 80% belong to a single provider and that there is a high geographical concentration. The analysis also identified lines with no active consumption for three months or more, as well as incomplete records and contracts lacking validity information. The project proposes a solution structured around three main components: intelligent digital forms to register requests for activation, cancellation, transfer, or replacement; a centralized inventory in SharePoint to ensure traceability and asset control; and dashboards in Power BI and InvGate that allow the visualization of key metrics, automation of alerts, and support for decision-making. The implementation of this system will enable approximately a 54% reduction in annual telephonyrelated operational costs through the cancellation of inactive lines, the renegotiation of contracts, and an 80% reduction in the number of administrators. This new operational model improves efficiency, ensures process sustainability, and establishes a solid foundation for replicating the methodology in other areas of the organization.